Provide Support

DECEMBER 19, 2017

Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

B2C 63

B2C Customer Service B2B Surveys 63

bold360 Blog

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. So, what’s a B2B company to do?

B2B 82

B2B Personalization Chatbots B2C 82

Provide Support

JULY 6, 2017

The ideas could be successfully applied to both B2C and B2B sectors.(.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. The infographic below explains why eCommerce customer engagement is absolutely critical today and offers 10 effective ways to instantly improve it. Read more.

B2C 59

B2C B2B Customer Experience Best practices 59

Customer Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

B2C 48

B2C B2B Customer Experience Best practices 48

Provide Support

NOVEMBER 28, 2017

To begin with, a customer centric approach is the way forward and it is equally relevant in both B2B and B2C settings. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Buyers are more informed, and they look forward to greater engagement and transparency. Read more. Permalink | No comment.

Customer Experience 46

Customer Experience B2B B2C Customer centricity 46

Fonolo

FEBRUARY 6, 2020

trillion text messages sent in 2017 alone. While consumer-to-consumer SMS is already ubiquitous, the medium is gaining rapid popularity for B2C and B2B interactions, including for customer service. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS. According to CTIA , there were 1.5

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Mindtouch

JUNE 3, 2018

This trend is seen across all B2B (Business to Business) and B2C (Business to Customer) verticals, and it heavily effects they way businesses not only acquire new revenue, but retain and expand upon existing accounts. Subscribed 2018 is Zuora’s flagship customer event. Subscribed bonus sessions.

B2C 48

B2C B2B Education Accountability 48

Fonolo

SEPTEMBER 19, 2017

Our favorite chart: The State of Customer Service 2017. Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email. Who wrote it: The Incite Group. Where to get it: [link].

Call Center 89

Call Center Contact Center B2C Benchmark 89

TeamSupport

JUNE 29, 2020

Managing B2B customer support relationships is very different than managing individual consumers (B2C). 1 Five Practical Use Cases of Customer Sentiment Analysis For NPS , Medium.com, June 6, 2017. That's a lot of information to keep track of, and today’s customers expect you to know what's going on at all times. Find out in Part 2.

B2B 59

B2B B2C Customer Support Metrics 59

delighted

SEPTEMBER 8, 2021

He has worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and D2C e-commerce. In 2017, he completed Seth Godin’s AltMBA focused on strategic leadership. He has managed customer success, inside sales, customer support/service, and quality assurance teams.

Customer Experience 93

Customer Experience Healthcare B2C Sales 93

CSM Magazine

MARCH 9, 2018

The Smile report provides a summary of more than 1 million answers by customers to questions on B2C sales interactions with staff in 50 countries during 2017. ReactCX clients out performed the add-on sales UK benchmark by 15% in 2017”. The UK scoried 94%, just ahead of Greece, Puerto Rico and Russia with 93%.

Customer Experience 40

Customer Experience B2C Entertainment Benchmark 40

TMP Direct

SEPTEMBER 23, 2021

Nearly 90% of companies have a CXO or equivalent executive, compared to 65% of companies with a CXO in 2017. 56% of B2C companies have a dedicated CX team, with most formed in the last one to two years. Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

TMP Direct

AUGUST 26, 2021

As of 2017, the logistics industry was valued at a staggering $8.1 The AGV has come of age, and in an aggressive B2C e-commerce environment, it’s a lifesaver. The Statista Digital Market Outlook estimates that in the next four years, revenue will increase to 563.4 billion dollars.

B2C 52

B2C B2B Sales Technology 52

HGS

MAY 22, 2018

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report.

Healthcare 100

Healthcare B2C Government Analytics 100

Fonolo

MAY 10, 2018

When you arrive at his company homepage, WCL Management, which works with B2C, B2B and public sectors, do yourself a favour and head on over to the Latest Thinking section. Missed Fonolo’s 2017 Top Blogger List? Of particular note is the breaking down of our favourite buzzword: omnichannel. The takeaway?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

aircall

DECEMBER 13, 2018

How did your total annual customer support budget change from 2017 to 2018? And B2C customer support leaders will also enjoy comparatively big balances. While only 22% of Nonprofit respondents and 33% of B2B respondents reported plans for a budget increase this year, 45% of their B2C counterparts said the same.

Surveys 54

Surveys Customer Support B2C CRM 54

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. This lets businesses quickly tap into the m-commerce market, which is growing at an enormous rate – especially for B2C businesses. In-app shopping. Personalization.

Customer retention 52

Customer retention B2C Chatbots Self service 52

Answer Dash

OCTOBER 15, 2018

We’re seeing pressure in B2B to have customer experiences that live up to the experiences that B2C high-tech innovators provide,” explained Tommy Jenkins, vice president of marketing at AvidXchange. One expert we spoke to credited the growing emphasis on customer experience to the models set by consumer merchandisers.

B2B 76

B2B Marketing Customer Experience Benchmark 76

ProProfs Blog

MAY 6, 2020

80% of B2B buyers are not only looking for but expect a buying experience like that of a B2C customer. (Source: Lumoa ) Tweet this. Even they wish to have the same buying experience as customers in the B2C get to enjoy. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Infinity

NOVEMBER 29, 2018

B2C online reviews have a shelf life of 3 months visibility 5 as opposed to their social counterparts of Twitter, which have 18 minutes, and Facebook, with a 5-hour window of time. A 2017 BrightLocal study states that 79% of surveyed consumers state that they can identify a fake review when they see one online 7. Forget me not.

Marketing 45

Marketing B2C Customer centricity Surveys 45

Mindtouch

JANUARY 17, 2017

That’s at least double the size of consumer, or B2C, e-commerce. Today, Forrester adds, 93 percent of business buyers prefer to buy online when they’ve decided what to buy and 56 percent were expected to make at least half of their work-related purchases online by 2017. Think again. What’s driving this?

B2B 59

B2B B2C Sales Enterprise 59

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). We analyzed articles about contact center trends in 2017 from each of them, and here are the trends most experts agreed on: Omnichannel. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ShepHyken

JUNE 12, 2017

Depending on the type of business you’re in (B2B or B2C) customer loyalty will be different. The post 5 Top Customer Service Articles For the Week of June 12, 2017 appeared first on Shep Hyken. Actually there is a seventh, and that is that before you can focus on customer loyalty, you must define what it is for your company.

Customer Service 193

Customer Service Metrics B2C B2B 193

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In Europe, the Ryanair debacle is the most prominent case of all.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ClearAction

OCTOBER 25, 2018

Half of B2C companies and a third of B2B companies have a dedicated customer experience budget. A 2017 CMO Council study 5 reveals that: Less than 10% of Sales leaders and CMOs view themselves as the owner of the customer experience. 4 2017 CMO Digital Benchmarking Study , Leapfrog Marketing Institute.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

C3Centricity

DECEMBER 3, 2018

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. in 2017, down from a 2.2% But of equal importance in terms of top two mentions, is the desire to generate insights. ( Source ). The industry grew a measly 1.0% SOURCE: ESOMAR Global MR Report 2018.

Big data 59

Big data Marketing B2C CRM 59

Eptica

JUNE 14, 2017

Date: Wednesday, June 14, 2017 Why it is time to take a new look at social customer service. Published on: June 14, 2017. million tweets are sent to B2C brands every month – and social media use increased globally by 21% over the last year. According to Twitter, over 4.5

Customer Service 48

Customer Service B2C CRM Best practices 48

LiveChat

JUNE 8, 2018

54% of people have stopped purchasing from companies that provided bad customer service in 2017. 91% of B2B marketers and 86% of B2C marketers today use content marketing. Both B2B and B2C marketers are heavily reliant on social media posts for their content marketing. Pay Close Attention to Your First Impression.

B2C 66

B2C B2B Scripts Wait times 66

CrazyCall

JANUARY 21, 2019

The study from 2017 conducted by the InsideSales.com had shown that although the outside sales still make up for the most of the sales market, the inside sales are projected to increase 30.2% As Ken Krogue writes, telemarketing is a scripted, single-call close, usually targeting business-to-consumer (B2C) sales. over the next year.

Telemarketing 87

Telemarketing Sales Scripts CRM 87

Netomi

FEBRUARY 28, 2022

Business Insider’s Former President and COO, Julie joined the Babbel team in 2017. Not long after she joined Gainsight’s CSM team in 2017, the team “ hit a rapid clip of growth” (at this time, Kellie also had two young daughters). Connect with Jennifer. Julie Hansen – CRO & US CEO, Babbel. Connect with Julie.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high. By some estimates, there are more than 80 vendors claiming to offer CDPs. What are Customer Data Platforms?

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

Both B2C-focused campaign management platforms and B2B-focused marketing automation systems are evolving from single-channel email applications to encompass web, SMS, mobile apps and more. Less than half of respondents (43%) in the 2017 Gartner survey characterize their current efforts as “mostly event-triggered.”

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic. This is huge.

Customer Service 270

Customer Service B2C B2B Surveys 270

CSM Magazine

DECEMBER 22, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Shep Hyken offers some solid tips to ensure your customer service takes off in the coming year. This is huge.

Customer Service 45

Customer Service B2C B2B Surveys 45